6 Reasons Why Business Must Focus on the Customer Experience

A recent Bloomberg
Businessweek survey revealed that “delivering a
great customer experience” has become the new imperative:
80% of the companies polled rated customer experience as a
top strategic objective.

We agree with this survey and
here are six reasons why.

1) A great customer experience
has the potential of becoming a businesses
sustainable competitive advantage in
a world where sustainable competitive advantages are
rare.It’s important to note that we are talking about
the development of a business strategy based around people,
your team and your customers.

2) A great customer
experience grows both loyalty and word of mouth
recommendation in a world where loyalty is on the decline
and customer recommendation is now the most powerful form of
advertising.

3) A great customer experience increases team
engagement and productivity in a country where 61 percent of
employees reluctantly drag themselves out of bed each
morning to go to work and productivity remains at very low
levels. Engagement comes from involvement. Our customer
experience development program is based on the fact that
“your people support what they create”. Everyone in your
organisation plays a role in what you deliver your customers
by way of an experience.

4) A great customer experience
takes the focus off price in a highly competitive and
commoditised market where the only competitive advantage
business can come up with is price. A customer
experience strategy is focused on identifying and adding
customer value that’s much more than just a focus on
price.

5) A great customer experience and the
business culture it creates plays a significant role in
attracting the right people in a world where far to often we
have the wrong people delivering an organisations customer
experience. The right people delivering your customer
experience are vital. The key is identifying during your
customer experience development what those right people look
like.

6) A customer experience strategy capitalises on
the teams innovation and creativity, two areas that are very
much lacking in business and are the key to the on-going
development of the experiences a business consistently
delivers to its customers. When you develop a creative
culture within your business the magic starts happening.
Check out our unique Creativity workshop.

Six measurable
benefits that will make a significant contribution to the
growth and profitability of a business as a result of a
long-term commitment to the strategic approach to the
development of their customer experience.

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